21 Dec

Ring in the Holidays with Real-time Automation

Jennifer Lee

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of […]

26 Jan

How to Make 2017 Your Best Year Yet with Intraday Automation

Adrienne Sallerson

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]

23 Oct

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Bob Fletcher

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]

11 Jun

Solving BPO Challenges with Intraday Automation

Bob Fletcher

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]

16 Apr

Investing in Your Frontline Workforce is Good for Business

Matt McConnell

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]

30 Sep

7 Steps to Healthy WFM Scheduling

Bob Fletcher

How do you know when your schedules need a check up? Is it time for a check-up on your WFM […]